[rt-users] Contact Details Permissions

Kevin Falcone falcone at bestpractical.com
Tue Oct 11 11:37:07 EDT 2011

On Mon, Oct 10, 2011 at 03:06:38PM +0100, Richard Clark wrote:
> Just before I go off and start creating some custom fields and scrips,
> I wanted to get some opinions and views on how people are handling
> viewing of contact details for users.
> RT privileges seem to be lacking in this area - essentially what I want
> is for helpdesk staff to be able to view things like office and mobile
> numbers of unprivileged users (I.E Customers).
> Ideally, I need this to be on a queue level or via groups so that a
> group of helpdesk users working a particular queue can only see contact
> details for the clients related to that queue.
> Another desired bit of functionality is allow for modification of client
> accounts just for a limited subset of a given helpdesk group so that
> they can add and modify contact details of the client account.
> All I can see relating to this is the global 'AdminUsers' right, which I
> don't really want to give out..
> I was thinking maybe a few user custom fields (such as 'mobile') that
> are auto-populated via a scrip based on the content of the actual field
> and then setting permissions on these fields.

The level of granularity you describe sounds like you'll want Custom
Fields and to use the RT4 options to display extra data in the More
About Requestors box.  However, you may need to write code or
otherwise tweak RT to allow users to get to the page where they can
modify User CFs without also allowing them to modify other user

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